The Impacts of Crowding Restaurant Image and Consumer Satisfaction on The Intention to Revisit
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Jul 2, 2024
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Abstract
Human and spatial crowding presents a significant challenge in the restaurant industry, particularly influencing the likelihood of customers returning. This study aimed to examine the impact of human and spatial density on the perception of a restaurant's image and the satisfaction of its patrons, as well as to assess how these perceptions influence customers' intentions to revisit. The research involved 100 participants, who were surveyed using an online questionnaire distributed through Google Forms. Data analysis was conducted utilizing the Structural Equation Modeling approach with WarpPLS 8.0 software. The findings revealed that both human and spatial crowding positively affect the restaurant's image and customer satisfaction. In turn, a positive image of the restaurant and high levels of customer satisfaction were found to significantly influence patrons' intentions to return to the spicy noodle restaurant. These insights suggest that restaurants could strategically leverage the presence of crowding to enhance their image and elevate customer satisfaction, thereby supporting business sustainability and encouraging repeat visits
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NINGRUM, Priskilah Febi Widya; WAHYUNINGTYAS, Agustina Shinta Hartati; ANDRIANI, Dwi Retno.
The Impacts of Crowding Restaurant Image and Consumer Satisfaction on The Intention to Revisit.
SOCA: Jurnal Sosial Ekonomi Pertanian, [S.l.], v. 18, n. 2, p. 145 - 164, july 2024.
ISSN 2615-6628.
Available at: <https://ojs.unud.ac.id/index.php/soca/article/view/110474>. Date accessed: 15 nov. 2024.
doi: https://doi.org/10.24843/SOCA.2024.v18.i02.p04.
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Articles
References
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Yin, J. Ni, Y. (2020). Tourists perceived crowding and destination attractiveness: The moderating effects of perceived risk and experience quality. Journal of Destination Marketing and Management, 18(March), 100489. https://doi.org/10.1016/j.jdmm.2020.100489
Danaparamita, D. A. P. (2023). Psikologi Lingkungan Konsumen Ditinjau Dari Kesesakan Manusia Dan Spasial Pada Rumah Makan Pedas Di Kota Malang. 7, 15–26.
Doeim, A. R. Elsayed, M. A. S. (2022). Service Value and Revisit Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model. International Journal of Environmental Research and Public Health, 19(23). https://doi.org/10.3390/ijerph192315779
Espinosa, J. A. Monahan, L. (2018). I’ll have the usual: how restaurant Restaurant Image, loyalty, and satisfaction keep customers coming back. Journal of Product and Brand Management, 27(6), 599–614. https://doi.org/10.1108/JPBM-10-2017-1610
Farizan, N. Hussein, A. S. (2019). the Effect of Brand Identity, Restaurant Image, and Perceived Value on Loyalty With Customer Satisfaction As Mediation Variable for Costumer Fresh Juice Bintaro. Jurnal Aplikasi Manajemen, 17(1), 127–132. https://doi.org/10.21776/ub.jam.2019.017.01.14
Innocentius Bernarto ,Ronnie Resdianto Masman. (2022). The Effect of Perceived Risk, Restaurant Image and Perceived Price Fairness on Customer Satisfaction. Jurnal Manajemen, 26(1), 35–50. https://doi.org/10.24912/jm.v26i1.836
Kim, D. Sirgy, M. J. (2016). Examining the Differential Impact of Human Crowding Versus Spatial Crowding on Visitor Satisfaction at a Festival. Journal of Travel and Tourism Marketing, 33(3), 293–312. https://doi.org/10.1080/10548408.2015.1024914
Lee, S. Y. Li, J. G. (2011). Impacts of store crowding on shopping behavior and store image. Journal of Asian Architecture and Building Engineering, 10(1), 133–140. https://doi.org/10.3130/jaabe.10.133
Liu, A., & Ma, E. (2019). Travel during Holidays in China: Crowding’s Impacts on Tourists’ Positive and Negative Affect and Satisfactions. Journal of Hospitality and Tourism Management, 41, 60–68.
Liu, Aijing, & Ma, E. (2019). Travel during holidays in China: Crowding’s impacts on tourists’ positive and negative affect and satisfactions. Journal of Hospitality and Tourism Management, 41(September), 60–68. https://doi.org/10.1016/j.jhtm.2019.09.008
Neuts, B., & Vanneste, D. (2018). Contextual Effects on Crowding Perception: An Analysis of Antwerp and Amsterdam. Tijdschrift Voor Economische En Sociale Geografie, 109(3), 402–419. https://doi.org/10.1111/tesg.12284
Putri, K. A. M. A., & Yasa, N. N. K. (2022). The Role of Customer Satisfaction as Mediating Variable on the Effect of Restaurant Image towards Coffee Shop Customer’s Revisit Intention. European Journal of Business and Management Research, 7(2), 149–154. https://doi.org/10.24018/ejbmr.2022.7.2.1271
Quan, W. Han, H. (2021). Spatial and human crowdedness, time pressure, and Chinese traveler word-of-mouth behaviors for Korean restaurants. International Journal of Hospitality Management, 94(December 2020). https://doi.org/10.1016/j.ijhm.2020.102851
Rinjani, F., & Roostika, R. (2022). Pengaruh Keramaian dan Daya Tarik Destinasi Wisata di Bukit Paralayang Watugapit dan Pantai Parangtritis Yogyakarta terhadap Perilaku Niat pembelian ulangWisatawan. 01(05), 34–50.
Solimun ,Nurjannah. (2017). Metode Statistika Multivariat Pemodelan Persamaan Struktural (SEM) Pendekatan WarpPLS. In Metode Statistika Multivariat Pemodelan Persamaan Struktural (SEM) Pendekatan WarpPLS.
Song, M., & Noone, B. M. (2017). The moderating effect of perceived spatial crowding on the relationship between perceived service encounter pace and customer satisfaction. International Journal of Hospitality Management, 65, 37–46. https://doi.org/10.1016/j.ijhm.2017.06.005
Vesci, M. Castellani, P. (2021). The mediating role of visitor satisfaction in the relationship between museum experience and word of mouth: evidence from Italy. TQM Journal, 33(1), 141–162. https://doi.org/10.1108/TQM-02-2020-0022
Wang, Di Martin, B. A. S. (2021). The effects of crowdedness and safety measures on restaurant patronage choices and perceptions in the COVID-19 pandemic. International Journal of Hospitality Management, 95(October 2020), 102910. https://doi.org/10.1016/j.ijhm.2021.102910
Wardi, Y. Abror, A. (2022). Modelling halal restaurant’s Restaurant Image and customer’s revisit intention. Journal of Islamic Marketing, 13(11), 2254–2267. https://doi.org/10.1108/JIMA-01-2021-0034
Yin, J. Ni, Y. (2020). Tourists perceived crowding and destination attractiveness: The moderating effects of perceived risk and experience quality. Journal of Destination Marketing and Management, 18(March), 100489. https://doi.org/10.1016/j.jdmm.2020.100489